8/2/2019 Director Information Technology in Thousand Oaks CA Resume Jeffrey Knight

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Thousand Oaks, CA 91360 805.657.6457Jeff@3knightsonline.com

Jeffrey R. KnightSENIORDIRECTOR /CTO - I NFORMATION T ECHNOLOGY

EXECUTIVEPROFILE Focused, driven, and experienced Information Technology leader with experience in improving operations and increasingsystem utilization in the media, entertainment, financial, retail and defense industries. Skilled at building global ITorganizations utilizing direct and indirect reports. Seasoned IT leader with proven abilities increasing customerinteractions, improving revenue streams and cash flows, speeding up transactions to enhance customer satisfaction, andguiding new technologies to improve overall usage of up-to-date platforms and systems. Known for impeccable ethics,values-based leadership and award-winning results.

LEADERSHIPINSIGHT

A hands-on IT leader, with a business focus and an entrepreneurial attitude, who believes that building a world-classtechnology organization requires:

Understand the business as a whole and deliver services as a stand-alone business unit or consulting firmOffer advice, solutions and results that allow the business to become fast and fluid to meet customer demandsAlign employees and create a human capital development plan that aligns and grows with the business

EXPERTISE ANDKNOWLEDGE

IT LeadershipIT Systems IntegrationStart-Up IT OperationsCall Center InfrastructureSupply Chain AlignmentMulti-Partner OutsourcingeBusiness Platform

Strategic PlanningInternet MarketingProduct DevelopmentCustomer Care & SupportProject/Portfolio PlanningSoftware Design & DevelopmentVendor Negotiations

IT Continuous ImprovementAgile & Scrum MethodsQuality Testing & AssuranceLeadership DevelopmentTalent Acquisition & RetentionMobile PlatformHigh-Performance Organization

CAREERHIGHLIGHTS

GREENDOT, MONROVIA, CA,2010 - 2011

Director, Customer Care Technology

Green Dot, www.greendot.com, is the leading provider of prepaid financial services, and owns and operates the Green DotNetwork, which is the largest cash reloading network in the United States.

Key Accomplishments include:

Initiated project to consolidate call agent systems expecting to increase customer care capacities and improve callresults, with the goal of shaving 20 seconds off agent handle time.Guided, with the Marketing group, a process to allow for smaller website changes to be made off release cycles,increasing web implementation by 10%.

DIRECTV, ELSEGUNDO, CA,1996 - 2009

Director, Information Technology

DIRECTV, www.directv.com , located in El Segundo, is the world's leading provider of digital television entertainmentservices.

Key Accomplishments include:

Created the software quality assurance process while ensuring customer facing systems were thoroughly tested priorto production launch and installation. Reduced testing cycles by half and error rates by 30%.

Initiated and guided project to improve telephony costs for Customer Care Center. Saved $4 million dollars andimproved customer satisfaction by 10% by consolidating separate IVR legacy functions.

Conducted prototyping of mobile applications leading to a new self-care platform for servicing customers.

Created a quick release cycle for small, single application changes, increasing development cycle throughput by 15% .

http://www.bigcompanyinternational.com/http://www.bigcompanyinternational.com/http://www.bigcompanyinternational.com/http://www.bigcompanyinternational.com/

8/2/2019 Director Information Technology in Thousand Oaks CA Resume Jeffrey Knight

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Jeffrey R. Knight Page 2 of 2SENIORDIRECTOR /CTO - INFORMATION T ECHNOLOGY

Thousand Oaks, CA 91360 805.657.6457Jeff@3knightsonline.com

DIRECTV, ELSEGUNDO, CA,1996 2009 (C ONTINUED ) Designed self-care customer service platforms, using business intelligence, to more than triple the effectiveness of telephony, online and mobile applications, growing self-care activity from 500,000 to 4,000,000 transactions permonth. This included a three year effort to incorporate Natural Language onto the IVR platform, resulting in industryrecognition.

Implemented changes in the telephony application and infrastructure, allowing callers to be delivered to call centeragents more efficiently, raising customer satisfaction by 5%, and delivering information to the agent desktop allowingfor a smoother caller experience and lowering average call handle time by 5%.

Led improvements to supply chain systems and utilization, and improved efficiency, while lowering costs by 20%.

Acquired and integrated automated testing systems for both telephony and web-based requirement verification,allowing test execution to double and defects being reduced by 40%.

Guided 3 year, multi-partner outsourcing strategy to ensure systems ran smoothly during a transitional time period,leading to no critical/major issues being reported.

Drove yearlong effort to improve the customer experience on the website, including the ability to view billingstatements, make payments and order movies, increasing web self-care activity by 1,000,000 transactions a year.

Guided and designed improvement of workflow with outsourced development partner to continually improve theworkflow, reducing overhead by 15%.

LOCKHEEDMARTIN, CAMARILLO, CA,1985 - 1996

Principle Engineer

Lockheed Martin, www.lockheedmartin.com , headquartered in Bethesda, Md., is a global security company that employsabout 126,000 people worldwide and is principally engaged in the research, design, development, manufacture,integration and sustainment of advanced technology systems, products and services

Key Accomplishments include:

Led 30 foreign military personnel to successfully perform system acceptance testing activities over a five month periodin country.

Designed and led projects with Joint Air Defense testing procedures for Thailand Air Defense, Turkish Mobile RadarComplex, and Systems Development Corporation.

Architected and guided four year testing effort, partnering with foreign nationals, to successfully implement strategicsystems.

Previous Experience:

Med Assets, El Segundo, CA

EDUCATION

Master of Business Administration , California State Polytechnic University, Pomona, CABachelors of Science , Major - Computer Information Systems, California State Polytechnic University, Pomona, CACenter for Creative Leadership , Leadership Development Program

CERTIFICATIONS& AWARDS

Project Management Professional (PMP) , Project Management Institute , 2011Certified Scrum Master (CSM), Scrum Alliance , 2011Speech Technology Magazines Speech Solution Speech Champion, 2006DIRECTV Achievement Award , 2000Certified Toastmaster , Toastmasters, 1996Unisys Achievement Award for Excellence, 1993Unisys Achievement Award, 1990

http://www.lockheedmartin.com/http://www.lockheedmartin.com/http://www.lockheedmartin.com/http://www.lockheedmartin.com/